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I have recently published a PhD thesis, which may be useful to those interested in qualitative telephone interviews, which was the primary source of data for this study. The thesis relates to the conflicts and tensions in the role of healthcare complaints managers. It argues that complaints managers are faced with a fundamental contradiction: they are employees of the complained about organization, yet they are expected to impartially oversee a complaint about it. Additionally, the study demonstrates that individual complaints managers respond and react very differently to this inherent conflict in their role. The title is: "NHS Complaints Managers: A Study of the Conflicts and Tensions in their role." For those interested in reading a sample, it is available in E book format from Dissertation.com: http://www.dissertation.com/book.php?method=ISBN&book=1581122683 Author: Clare Xanthos Publication date: March 2005